Contact Center Lead

Contact Center Lead, CCS

This position is remote

We are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support.

At ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare.

Duties and Responsibilities:

• Assist Supervisors and Management in meeting and exceeding daily, weekly, and monthly goals.
• Motivate and inspire the team to exceed operational goals.
• Work with new hire staff during their “nesting” period to answer questions, mentor, and provide feedback on their performance.
• Look for development and continuous improvement opportunities for the team.
• Assist the Dialer Manager as needed.
• Communicate the Company’s purpose, core values, and vision to front line colleagues.
• Actively participate in team meetings and provide trainings as needed.
• Produce reports reflecting individual and overall results.
• Analyze trend data from reports.
• Provide feedback to the Supervisor Team regarding any trends that warrant further trainings, IT support, etc..
• Utilize strong written and verbal communication.
• Influence and support identified training needs.
• Facilitate trainings on identified operational improvement needs.
• Support remediation activity.
• Maintain compliance with ComplexCare Solutions (CCS)’s policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within CCS’s Operating Policies and Procedures in all ways at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Job Requirements:

• Minimum or 3 years customer service experience preferred.
• Excellent customer service skills and sales skills.
• Experience in a supervisory role in a call center or the service industry preferred.
• Excellent communication skills both written and verbal, especially when documenting instructions.
• Must be self-motivated and independent.
• Possess problem solving & decision-making skills.
• Ability to handle multiple tasks at a time.
• Ability to use PC and have working knowledge of Word, Excel and Outlook.
• Must be effective and efficient working in a team environment.
• Travel for this position will include less than 5% locally usually for training purposes.

Education:

• High School Diploma or GED Certificate is required.
• Bachelor’s degree preferred.

The Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic under federal, state, or other applicable laws.

This company utilizes E-Verify.